Zendesk vs Intercom in 2023: Detailed Analysis of Features, Pricing, and More

ThriveDesk is a feature-rich helpdesk solution that offers a comprehensive set of tools to manage customer support effectively. Intercom is praised as an affordable option with high customization capabilities, allowing businesses to create a personalized support experience. Although the interface may require a learning curve, users find the platform effective and functional. However, Intercom has fewer integration options than Zendesk, which may limit its capabilities for businesses seeking extensive integrations.

To select the ideal fit for your business, it is crucial to compare these industry giants and assess which aligns best with your specific requirements. However, if you are looking for a robust messaging solution with customer support features, go for Intercom. Its intuitive messenger can help your business boost engagement and improve sales and marketing efforts. You can also set up interactive product tours to highlight new features in-product and explain how they work. If you are looking for more integration options and budget is not an issue, Intercom can be the perfect live chat solution for your business.

At a glance: Zendesk vs. Intercom

FreshDesk also has an AI-powered support chatbot with predictive support capabilities and a service field management platform. This customer messaging software converts all email, mobile SMS, chat, and social channel requests into tickets on one platform. LiveChat is a straightforward chatbot that integrates into a website, similar to Intercom. Next to Ada, LiveChat is also a powerful customer messaging software that satisfies modern companies’ communication needs.

The Sell dashboard’s Tasks page sorts all of an agent’s tasks by due date. Create entry rules that trigger when the messaging campaign begins, choosing the target audiences and when follow-up messages generate. Create code-free screencast tours of products, websites, webpages, and applications within your website. Set triggers to target particular audiences at the right time, utilize carousels as part of a communication campaign, and compare carousels with A/B testing. G2 ranks Intercom higher than Zendesk for ease of setup, and support quality—so you can expect a smooth transition, effortless onboarding, and continuous success. Whether you’re starting fresh with Intercom or migrating from Zendesk, set up is quick and easy.

How to leverage AI to get even more out of Intercom and Zendesk

There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. It can team up with tools like Salesforce and Slack, so everything runs smoothly. Using advanced AI language models, Fin solves complex problems and provides safer, more accurate answers than any AI bot on the market. Their most popular tier (Suite Professional) is $115/month and includes a feature set that is very hard to beat at that price. Intercom is also easy to learn and its guided onboarding and training resources are especially helpful to new users. Before you jump to any conclusions, we suggest you take a free trial to get a better look and feel of the product.

Another feature Intercom offers that Zendesk doesn’t is email marketing tools. Email marketing is one of the most effective ways to communicate with your customers. Intercom refers to itself as a Conversational Relationship Platform, providing insight into who is using your products or visiting your website. By learning more about your customers and how to communicate with them, you can create message-based conversations that feel personal, friendly, and convenient. All customer questions, be it via phone, chat, email, social media, or any other channel, are landing in one dashboard, where your agents can solve them quickly and efficiently.

Like Zendesk, Intercom allows you to chat with online visitors and assist with their issues. Its $99 bracket includes advanced options, such as customer satisfaction prediction and multi-brand support, and in the $199 bracket, you also get advanced security and other very advanced features. Depending on your needs, you can set up Intercom on your website or mobile app and add your automations.

• It is favored by customer support, helpdesk, IT service management, and contact center teams.
• If that’s not detailed enough, then surely their visitor browsing details will leave you surprised.
• In 2023, conversational messaging will play an essential role in customer service.
• Intercom costs can go even higher with custom add-ons such as Product Tours (from $199/month, Advanced lead generation (from $499/month), Advanced customer engagement (from $499/month), etc.
• For standard reporting like response times, leads generated by source, bot performance, messages sent, and email deliverability, you’ll easily find all the metrics you need.
• LiveChat is a straightforward chatbot that integrates into a website, similar to Intercom.

Create personalized messages for specific customer segments, driving engagement and satisfaction. We hope this help desk comparison blog will help you make the best decision for your customer service team. Remember, before you opt for a full-fledged plan, it’s always better to go for a free trial to see how the solution really works. ProProfs takes knowledge management to a whole different level by allowing you to create an online knowledge base, user manuals, documentation, and more. The overall design of Zendesk’s chat widget looks outdated and offers very limited customization options. You can contact the sales team if you’re just looking around, but you will not receive decent customer support unless you buy their service.

Their most major development was acquiring the live chat platform Zopim, which was rebranded as Zendesk Chat. Since then, they have expanded their line to include products such as Zendesk Sell, Talk, and Sunshine Conversations. As with just about any customer support software, you can easily view standard user data within the messenger related to customer journey—things like recent pages viewed, activity, or contact information. You can create articles, share them internally, group them for users, and assign them as responses for bots—all pretty standard fare. Intercom can even integrate with Zendesk and other sources to import past help center content. I just found Zendesk’s help center to be slightly better integrated into their workflows and more customizable.

For example, if your agents see there is a spike in call volume or messages coming in from a certain channel, they can direct their attention to where customers need support the most. Those looking for the most advanced real-time analytics for making educated decisions should look to Zendesk for their customer service needs. This is because it can deliver value at every stage of the customer lifecycle, regardless of the nature of your business. Intercom’s email marketing service, especially when combined with their in-app messages and live chat, provides a powerful solution for interacting with your customers.

Zendesk vs Intercom – Who’s the leading helpdesk solutions?

Both products are so full-featured that they both take quite a while to learn. But their support and quality is not as good, they feel like a new product even though they have been in business a while. You keep having to get around their bugs, which you can, it is just annoying. Finally, we also have some B2B customers (funeral homes) and expect this part of our business to grow significantly in 2021. Our integration with Intercom enables bi-directional contact and case synchronization, so you can continue using Intercom as your front-end digital experience and use Zendesk for case management. Businesses should always consider a tool’s TCO before committing to a purchase.

You can use targeted messages to suggest quick tips to new customers or to simply update them about scheduled outages or changes in business hours. Easily reply to customer conversations and manage workload in a smart & automated way. Personalized messaging, in-app messaging, product tours, and chatbot capabilities set Intercom apart from Zendesk. Intercom recently ramped up its features to include helpdesk and ticketing functionality. Zendesk, on the other hand, started as a ticketing tool, and therefore has one of the market’s best help desk and ticket management features. When you see pricing plans starting for $79/month, you should get a clear understanding of how expensive other plans can become for your business.

ProProfs Help Desk offers all the necessary ticket management and reporting features that any help desk manager will find useful. No matter if your team receives just 10 customer requests via live chat or a thousand customer issues via email, you can easily manage an influx of customer conversations over multiple channels. Intercom also offers automation features for streamlining your customer support. Their bots use machine learning to suggest web links, knowledge base articles, and answers to FAQs directly within live chats. Intercom also offers scalability within its pricing plans, enabling businesses to upgrade to higher tiers as their support needs grow. With its integrated suite of applications, Intercom provides a comprehensive solution that caters to businesses seeking a unified ecosystem to manage customer interactions.

• However, the right fit for your business will depend on your particular needs and budget.
• Honestly, on the first look, Intercom’s pricing structure is confusing and can leave anyone scratching their heads.
• Intercom is praised as an affordable option with high customization capabilities, allowing businesses to create a personalized support experience.
• Intercom’s products are used by over 25,000 customers, from small tech startups to large enterprises.
• As you dive deeper into the world of customer support and engagement, you’ll discover that Zendesk and Intercom offer some distinctive features that set them apart.

Now that we’ve discussed the customer service-focused features of Zendesk and Intercom, let’s turn our attention to how these platforms can support sales and marketing efforts. In general, Zendesk offers a wide range of live chat features such as customizable chat widgets, automatic greetings, offline messaging, and chat triggers. In addition to these features, Intercom offers messaging automation and real-time visitor insights.

So when it comes to chatting features, the choice is not really Intercom vs Zendesk. The latter offers a chat widget that is simple, outdated, and limited in customization options, while the former puts all of its resources into its messenger. The Zendesk chat tool has most of the necessary features like shortcuts (saved responses), automated triggers, and live chat analytics. Intercom is more for improving sales cycle and customer relationships, while Zendesk has everything a customer support representative can dream about, but it does lack wide email functionality.

Their reports are attractive, dynamic, and integrated right out of the box. You can even finagle some forecasting by sourcing every agent’s assigned leads. now considers itself to be a “service-first CRM company,” since its founding in 2007, their bread and butter offering has leaned much more heavily toward the “service” part of that equation.

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